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The Shopper-Centric Store: 7th Annual Store Systems Study

IHL Consulting Group
January 8, 2010
SKU: CIBQ2767715

Abstract Table of Contents Related Reports

Once again, IHL Group has teamed up with RIS News to bring you the most detailed store systems study available. During interviews we conducted during Fall 2009, we asked retailers about their outlook on the economy, their IT spend expectations, their opinions about software vendors and operating systems, their future store systems buying decisions, and a host of other topics. We received responses from 90 retailers, including many of the top retailers in North America. The results of those interviews are contained in this detailed, but very easy to read study. There are over 100 charts and graphs contained within 83 pages, and the data is broken down by retailer size, by retail segments, and by other criteria such as future OS, purchase plans and the primary motivations for upgrading their store systems. The study is titled, "The Shopper-Centric Store," and represents the kind of "brass tacks" research that retailers and vendors find invaluable.

Included in this research is a detailed discussion of Workforce Management and Security technology purchase decisions. We also include a detailed section on Compliance issues, especially in terms of what the IT Spend picture looks like for 2010. Further, there is a discussion of the various Mobility and Cross-Channel issues that retailers face, along with their thoughts about them.

Additionally, the report names names of POS software vendors that have the largest retailer mindshare. We say which vendors are most cited by retailers for purchases during 2010 and further out.

The report is designed for use by Retailers, Hardware Providers, Software Providers, Service Providers and others who might have a vested interest in the North American retail IT market.

1.0 Introduction: Background and Objectives; How to Read This Document; Methodology; Demographics - Who Responded?
2.0 Financial Expectations: 2.1 Economic Outlook; 2.2 Enterprise IT Spend Growth; 2.3 Store IT Spend Growth; 2.4 Store IT Spend Growth by POS Software Vendors Under Consideration; 2.5 Software Maintenance Costs; 2.6 Software Maintenance Costs by POS Software Vendors Under Consideration
3.0 IT Spend Priorities: 3.1 Store System Priorities; 3.2 What’s After POS?
4.0 Point of Sale: 4.1 Key POS Software Vendors with the Most Interest; 4.2 POS Software Purchase Intentions and the Impact on Vendor; 4.3 Key POS Functions & Priorities; 4.4 POS & Peripheral Purchase Trends; 4.5 POS Operating Systems; 4.6 Other Store Systems
5.0 Security / Compliance: 5.1 Security Technology Utilization; 5.2 Compliance
6.0 Workforce Management: 6.1 WFM Hardware and Software Purchase Intent; 6.2 Labor Scheduling; 6.3 Time & Attendance; 6.4 Task Management; 6.5 Hiring Management
7.0 Mobility & Shopping Experience: 7.1 Mobility Hardware and Software Purchase Intent; 7.2 Product Information; 7.3 Price Comparison; 7.4 Stock Check; 7.5 Mobile Ordering; 7.6 Near-Field Communications for Payment; 7.7 Coupons/Codes Sent to Consumer Device; 7.8 Shopping Experience
8.0 Cross Channel: 8.1 Overview; 8.2 Pickup Online Purchases; 8.3 Return Online Purchases; 8.4 Order Online from POS; 8.5 Check Inventory at Another Store; 8.6 Order Inventory from Another Store; 8.7 Who Gets Credit in a Multiple Store Transaction?
9.0 Emerging Retail Technologies: 9.1 Overview; 9.2 Manager’s Mobile Devices; 9.3 Retailer-Provided Digital Assistant; 9.4 Digital Receipts; 9.5 Software-as-a-Service (SaaS) for Key HQ Technologies; 9.6 Software-as-a-Service (SaaS) for Key Store Technologies; 9.7 POS-as-a-Service (POSaaS)
10.0 References
List of Figures: Figure 1 - Respondents by Retail Segment; Figure 2 - Respondents by Title / Position; Figure 3 - Respondents by Annual Revenue; Figure 4 - Retailer’s Expectations for 2010; Figure 5 - Retailer’s Expectations for 2010 by Retail Segment; Figure 6 - Retailer’s Expectations for 2010 by Retail Tier; Figure 7 - Enterprise IT Spend Growth for 2010; Figure 8 - Enterprise IT Spend Growth by Retail Segment; Figure 9 - Enterprise IT Spend Growth by Retail Tier; Figure 10 - Store IT Spend Growth for 2010; Figure 11 - Store IT Spend Growth by Retail Segment; Figure 12 - Store IT Spend Growth by Retail Tier; Figure 13 - Store IT Spend Growth by POS Software Vendor Choice; Figure 14 - Overall Software Maintenance Costs; Figure 15 - SW Maintenance Fees by Retail Segment; Figure 16 - SW Maintenance Fees by Retail Tier; Figure 17 - SW Maintenance Fees by POS SW Vendor; Figure 18 - Top Store System Priorities; Figure 19 - Top Store Priorities by Retail Segment; Figure 20 - Top Store System Priorities by Retail Tier; Figure 21 - Rank Order of Technology Purchases After POS; Figure 22 - Top 10 POS Software Vendors Under Consideration; Figure 23 - Historical Consideration of POS SW Vendors; Figure 24 - Top 10 POS SW Vendor Responses by Retail Tier; Figure 25 - POS SW Vendors Considered by Retail Segment; Figure 26 - POS SW Vendor Share of 0-12 Month Purchase Intent; Figure 27 - 0-12 Month Purchase Intent Share of POS SW Vendors; Figure 28 - POS Functions for Next POS Upgrade by Retail Segment; Figure 29 - POS Functions for Next POS Upgrade by Retail Tier; Figure 30 - POS Functions for Next POS Upgrade - Purchase Within 12 Months; Figure 31 - POS & Peripheral Purchase Trends; Figure 32 - POS Client - Base Systems Purchase Trend by Retail Segment; Figure 33 - POS Client - Base System Purchase Trend by Retail Tier; Figure 34 - POS Software Purchase Trend By Retail Segment; Figure 35 - POS Software Purchase Trend by Retail Tier; Figure 36 - POS Printers Purchase Trend by Retail Segment; Figure 37 - POS Printers Purchase Trend by Retail Tier; Figure 38 - EFT/Debit/Signature Capture Purchase Trend by Retail Segment; Figure 39 - EFT/Debit/Signature Capture Purchase Trend by Retail Tier; Figure 40 - Future POS Operating Systems by Retail Segment; Figure 41 - Future POS Operating Systems by Retail Tier; Figure 42 - Other Store Systems; Figure 43 - Security Technology Purchase Plans; Figure 44 - EAS Technology Purchase Trend by Retail Segment; Figure 45 - EAS Technology Purchase Trend by Retail Tier; Figure 46 - Sales Audit Purchase Trend by Retail Segment; Figure 47 - Sales Audit Purchase Trend by Retail Tier; Figure 48 - Returns Fraud Purchase Trend by Retail Segment; Figure 49 - Returns Fraud Purchase Trend by Retail Tier; Figure 50 - Bottom-of-the-Basket Technology Purchase Trend by Retail Segment; Figure 51 - Bottom-of-the-Basket Technology Purchase Trend by Retail Tier; Figure 52 - Video Technology Purchase Trend by Retail Segment; Figure 53 - Video Technology Purchase Trend by Retail Tier; Figure 54 - Compliance Timeframe; Figure 55 - PCI/DSS Compliance by Retail Segment; Figure 56 - PCI/DSS Compliance by Retail Tier; Figure 57 - Promotion Compliance by Retail Segment; Figure 58 - Promotion Compliance by Retail Tier; Figure 59 - Shelf Planning Compliance by Retail Segment; Figure 60 - Shelf Planning Compliance by Retail Tier; Figure 61 - Purchase Plans for WFM; Figure 62 - Labor Scheduling Purchase Intent by Retail Segment; Figure 63 - Labor Scheduling Purchase Intent by Retail Tier; Figure 64 - Time & Attendance Purchase Intent by Retail Segment; Figure 65 - Time & Attendance Purchase Intent by Retail Tier; Figure 66 - Task Management Purchase Intent by Retail Segment; Figure 67 - Task Management Purchase Intent by Retail Tier; Figure 67 - Hiring Management Purchase Intent by Retail Segment; Figure 69 - Hiring Management Purchase Intent by Retail Tier; Figure 70 - Mobility Purchase Intent by Retail Tier; Figure 71 - Mobile Product Information Purchase Intent by Retail Segment; Figure 72 - Mobile Product Information Purchase Intent by Retail Tier; Figure 73 - Mobile Price Comparison Purchase Intent by Retail Segment; Figure 74 - Mobile Price Comparison Purchase Intent by Retail Tier; Figure 75 - Mobile Stock Check Purchase Intent by Retail Segment; Figure 76 - Mobile Stock Check Purchase Intent by Retail Tier; Figure 77 - Mobile Ordering Purchase Intent by Retail Segment; Figure 78 - Mobile Ordering Purchase Intent by Retail Tier; Figure 79 - Near-Field Payments Purchase Intent by Retail Segment; Figure 80 - Near-Field Payments Purchase Intent by Retail Tier; Figure 81 - Mobile Coupons Purchase Intent by Retail Segment; Figure 82 - Mobile Coupons Purchase Intent by Retail Tier; Figure 83 - Mobile Coupons Purchase Intent by Retail Segment; Figure 84 - Cross Channel Purchase Intent by Retail Segment; Figure 85 - Pickup Online Purchases, Intent by Retail Segment; Figure 86 - Pickup Online Purchases, Intent by Retail Tier; Figure 87 - Return Online Purchases, Intent by Retail Segment; Figure 88 - Return Online Purchases, Intent by Retail Tier; Figure 89 - Order Online from POS, Intent by Retail Segment; Figure 90 - Order Online, Intent by Retail Tier; Figure 91 - Check Inventory at Other Store, Intent by Retail Segment; Figure 92 - Check Inventory at Other Store, Intent by Retail Tier; Figure 93 - Order Inventory from Other Store, Intent by Retail Segment; Figure 94 - Order Inventory from Other Store, Intent by Retail Tier; Figure 95 - Who Gets Credit?; Figure 96 - Purchase Intent for Emerging Retail Technologies; Figure 97 - Manager’s Mobile Devices by Retail Segment; Figure 98 - Manager’s Mobile Devices by Retail Tier; Figure 99 - Retailer-Provided Digital Assistant by Retail Segment; Figure 100 - Retailer-Provided Digital Assistant by Retail Tier; Figure 101 - Digital Receipt by Retail Segment; Figure 102 - Digital Receipt by Retail Tier; Figure 103 - SaaS for Key HQ Technologies by Retail Segment; Figure 104 - SaaS for Key HQ Technologies by Retail Tier; Figure 105 - SaaS for Key Store Technologies by Retail; Figure 106 - SaaS for Key Store Technologies by Retail Tier; Figure 107 - POSaaS by Retail Segment; Figure 108 - POSaaS by Retail Tier

The Shopper-Centric Store: 7th Annual Store Systems Study

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